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    Paya Connect Hosted Solutions and Error Code 16

    Product

    Paya Connect - Hosted Payment Pages

    Paya Connect - Accountform/Payform

    Imperva Firewall

    Description

    Some customers are experiencing an error from their Firewall when attempting to access a Paya Connect hosted solution.  This error may be represented as Error code 16, “api.payaconnect.com - Access Denied,” or “This request was blocked by the security rules.”

    Resolution

    Please note that is error is generated by the Firewall of the user attempting to access a Paya Connect hosted solution; the intension of this article to give general guidance, and Paya is not responsible for making the changes to these systems.  

    If your customers are presented with an error similar to the one below, they will need to contact their network administrator to report the incident and get their security rules updated.  

    For Imperva users such as the one pictured above, you can reference their knowledgebase here for further details.  In general, this error is due to the user’s firewall security settings for Cloud solutions.  Please advise your customers to contact their network administrator to resolve the rules issues.  Additional things that can be checked are as follows.  

    1. Check the Date & Time: 
      • wrong date and time settings on Windows 10 computer also trigger errors like “error code 16 this request was blocked by the security rules”. This thing happens due to incompatibility between the SSL validation date and the System clock. So, in this method, you need to check the date & time to fix the error message. Right-click on the taskbar and select ‘Adjust Date & time.’ Now under the “Date & Time” Settings, make sure to make the appropriate changes if required.
    2. Try another device:
      • Advise the customer to try the hosted payment page from another device, such as a mobile device; this will determine if the device is not configured correctly or some software might be blocking the internet connection. 
    3. Try another network:
      • similarly to the above step, trying a different network (i.e., mobile network versus WiFi), this will determine if there is a network configuration that is causing the issue.
    4. Update your Operating system
      • Sometimes, the access denied error code 16 can appear due to an outdated operating system. So, it’s always best to keep your system up to date. To update Windows 10, follow the steps below:
        1.  Open Settings apps by pressing Windows Key + I
        2. On the Settings page, click on the ‘Update & Security’ section
        3. There you need to click on ‘Check for updates’
    5. Reset your browser
      • An outdated browser or incorrect browser settings also leads to errors like “error code 16 this request was blocked by the security rules” So, in this method, users need to reset their web browser to fix the error message. Resetting Chrome browser is easy; users need to head to the Settings > Advanced Options. Under the Advanced Options, find the option ‘Restore Settings to their original defaults’. There you need to click on the ‘Reset browser settings’ option. Once done, restart your web browser to fix the error message.
    6. Try disabling the antivirus and Firewall
      • the Antivirus software and Firewall blocks the incoming traffic leading to “error code 16: This request was blocked by the security rules”.  Once done, restart your computer to fix the “error code 16: This request was blocked by the security rules.”
    7. Try using a VPN


    If you have questions or require additional information, please contact us, and we will be in touch with you shortly.



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